10 days old

Manager, Airport Customer Experience

American Airlines
Denver, CO 80204

Location: Denver Intl Apt (DEN-TRML) 
Additional Locations: None
Requisition ID: 29898 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division. This position will be responsible for ​directing and coordinating all above the wing and below the wing department activities through subordinate supervisors, customer service coordinators, and contractor management.


Specifically, you’ll do the following:

  • ​Reviews and analyze reports, records and directives and confers with leaders to obtain data necessary for planning department activities such as new commitments, status of work in progress and problems encountered
  • Assigns and delegates responsibility for work or functional activities and disseminates policies to supervisors
  • Directs work of others, resolves issues and sets deadlines to ensure timely completion of work and company operational procedures
  • Coordinates activities of department with related activities to other departments to ensure efficiency
  • Monitors and analyzes costs  and prepares budget

About The Job (Continued)

  • Prepares reports and records department activities for upper management
  • Evaluates current procedures and practices for accomplishing department objectives to develop and implement improved procedures and practices
  • Communicates procedural changes to Customer Service Managers, Supervisors and employees to ensure compliance
  • Develops and enhances the work relationship with vendors
  • Ensures all internal audit requirements are followed and accountable for compliance
  • Oversight of all staffing requirements and schedules for all departments


Required Qualifications

  • ​Bachelor's degree or equivalent training/experience
  • 5 years previous management experience
  • ​Ability to perform in a fast paced environment while maintaining professional and effective approach
  • Ability to multitask
  • Self motivated and detail oriented
  • Strong interpersonal skills


Preferred Qualifications

  • Airport management experience
  • Knowledge of AA budgeting, policies and procedures

Additional Locations: None
Requisition ID: 29898 


Posted: 2019-05-15 Expires: 2019-06-20

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Manager, Airport Customer Experience

American Airlines
Denver, CO 80204

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